Customer Support Manager

Kadence

Customer Support Manager at Kadence delivering exceptional customer experiences and coordinating between customer inquiries and technical support teams. Responsible for customer communication and support documentation.

Posted 7/21/2026full-timeSalt Lake City • Utah • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support within a technical B2B SaaS environment, with strong skills in issue tracking, communication, and process optimization. Proficient in managing customer interactions, creating detailed documentation, and utilizing support tools effectively.

Highest-signal resume keywords

Customer Support ExperienceIssue Tracking with JiraTechnical Fluency in Calendar IntegrationsProficiency with IntercomExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Issue TrackingBug ReportingTechnical FluencyCalendar IntegrationsREST API TroubleshootingFloorplan ManagementAutomationData Privacy AwarenessMDM ToolingHelpdesk Platform Experience

Soft Skills

Excellent CommunicationInterpersonal SkillsOrganizational SkillsAttention to DetailSelf-Motivated

Tools & Technologies

IntercomJiraGoogle WorkspaceMicrosoft OfficeHubSpotZendeskMDM Tooling

Industry Keywords

B2B SaaSCustomer SuccessTechnical SupportCompliance ConsiderationsPII Handling

Tech Stack

Tools & technologies

AzureJamf

About the role

Key responsibilities & impact

Support Inbox & Customer Communication – Own our support inbox (email and in-app chat via Intercom), delivering timely, accurate, and professional responses.
Customer Calls – Jump on calls with customers when a conversation is faster or clearer live — walking through an issue, gathering detail on a complex request, or reassuring an account through a tricky moment.
Floorplans & Professional Services Coordination – You'll intake floorplan requests from customers (new buildings and floors, added or removed desks and rooms, calendar changes, and edits), translate them into clear, well-structured tickets for our Design/Floorplans team, and manage the back-and-forth as designers ask clarifying questions.
Bug Reporting, Triage & Release Verification – Reproduce and investigate customer-reported issues (often on test accounts), then create detailed, well-documented bug tickets in Jira.
Keeping Customer Success in the Loop – Serve as a communication hub between Engineering and the Customer Success team.
Escalation & Tiered Support – Work within our tiered support model, coordinating closely with Customer Success Managers on high-priority, technical, or at-risk accounts to ensure timely resolution and follow-up.
Support Documentation & Help Center – Create and maintain clear, up-to-date customer-facing documentation.
Support Process Optimization – Suggest and implement improvements to ticket-handling workflows, SLAs, escalation paths, and the way we route floorplan and bug work.
Automation & Tooling – Identify opportunities to streamline repetitive tasks through automation across our support stack (e.g., Intercom, Jira, and HubSpot).

Requirements

What you’ll need

Previous customer-facing support experience, ideally in a technical or B2B SaaS environment.
Experience with a customer support / helpdesk platform (Intercom, Zendesk, or similar) — bonus points for having worked alongside an AI support agent such as Fin.
Experience with issue-tracking tools such as Jira (or similar), and comfort creating clear, reproducible bug reports.
Technical fluency across the kinds of issues our customers hit, or a strong ability to ramp on them quickly: Calendar integrations (Google Workspace and Microsoft 365) SSO, directory sync, and identity services (WorkOS, Okta, Entra/Azure AD, Active Directory, SCIM) Desktop/kiosk agent deployment via MDM tooling (Jamf, Intune) Reading and troubleshooting with REST APIs (and helping customers with imports and integrations) Comfort reading floor plans and working precisely with spatial/building data.
Awareness of data privacy and basic compliance considerations (e.g., handling PII responsibly; familiarity with concepts like HIPAA is a plus).
Comfort and experience getting on calls with customers.
Proficiency with Google Workspace and Microsoft Office.
Excellent communication and interpersonal skills, and the instinct to keep the right people informed.
Strong organizational skills and attention to detail.
Self-motivated, proactive, and able to work independently as well as within a globally distributed team, including some flexibility across time zones.

Benefits

Comp & perks

Hybrid (ability to work from wherever works best for you)
Competitive salary
Equity stock options program
Health insurance + 401(k)